John here from Rockbet

[RockbetJohn]

Hey peoples,

A friend showed me the video today for Casinomeister which featured an embarrassing review but something that was deserved too. I am training someone to handle player issues and they asked me yesterday about a PAB received from Max and I have just emailed the player to resolve the issue. There was a big misunderstanding about how to handle emails addressed to management and I will take the blame for this but it is being corrected.

I don't spend much time on forums so apologies for any slow responses on here. I'll make an effort over the next month to be around.

John Wright

[anniemac]

Glad to see you here. How about checking on why I haven't ever received the weekly cashback. I've sent about 10 emails on this matter and have received no reply except that the 'relevant department' will be notified.

My user name is the came as here.

[RockbetJohn]

My new player agent is behind on these emails but not blaming that person, it's my fault for not being on top of it. You should have received some, the CBs are sent out on Mondays but I can't tell if you didn't claim it within the 6 days but I'd assume you would have looked out for it. On my end I don't have many players complaining about not receiving the CBs but they expire in 6 days if you don't claim them (otherwise the next week's CB can't be claimed).

Send me a PM and I'll try to work with your account to sort it out.

In the meantime I'm going to add a cash bonus that should make up for the CB. Check your account.

John

[anniemac]

Thanks for the reply, John. I do check every Monday. I won't be much but it's a little bit. Thanks for the freebie. I appreciate it.

[RockbetJohn]

If it happens once more send me a pm and I'll get to the bottom of it. I haven't had many complaints for this so it hasn't come to my attention because I check the player accounts all the time and this would stand out immediately. It might be a tech issue or it might be when the CB is granted, either way I'll fine out for you but in the meantime I got your account covered.

John

[bonustreak]

Glad to see you here that is a step in the right direction John Hope you can get these issues cleared up asap.

[RockbetJohn]

They are being cleared. I just haven't had as much time to personally deal with everything myself which is why I'm doing more training for more agents. I want the support team to stand out from other Rivals and I wish I could snap my fingers and make it happen but it takes a bit of time. A bit of a hiccup here but I think after this things should be improved and it was always my goal.

John

[WagerWitch]

What the heck is RockBet?

Never been there - is it worthwhile to visit? And what kind of platform?

And customer satisfaction?

And affiliate satisfaction?

Serious questions here... LOL!

OK - visited RockBet... And saw some answers...

Let me ask a question: All of the other Rivals are offering 10 - 20.00 free no deposit bonuses to sign up new people - why is Rockbet at 100% deposit bonus - and do you find you have better marketing that way?

I'm just curious - as an affiliate - how you find the turnover is - in comparison to the freebie bonus - and how it seems to be working out - and if they ever offered it in the past.

Thanks John - nice to see a rep on the boards interacting - Maybe not every day - but would be nice to see them show up at least once or twice a week. Yanno maybe on Wednesdays or something - that was the CM board would get used to seeing you here.

WW

[RockbetJohn]

WagerWitch:

To start off I've taken more time off of all forums especially after the whole casinoaffiliateprograms implosion. It was all draining and as an affiliate and casino manager I'm signed up to 20+ forums it's almost too much to keep on top of and it can be a full time job on it's own. I wear a lot of hats for my job and I want to do it all but of course it's not possible but I am working with some new people to cover more ground and to be more consistent. Some growing pains here

The no deposit issue is a big can of worms discussion. From an affiliate's point of view not all affiliates want to promote programs that offer no deposit bonuses. Some affiliates focus on these and I do offer custom promotions for those affiliates who want them. From experience the deposit ratio is higher without these bonuses. This can be argued but we did our best to please everybody and not all players will trust a site with large no deposit offers but it depends on what the player is looking for. The case example is bodog offering only 10% bonus. Some players jump at seeing $100 free while others lose trust immediately because it looks too good to be true. In short you can't please everybody but there is no need to copy the rest.

Rockbet uses www.Rivalpowered.com software.

The customer service team I personally think is acceptable but it isn't the best and it's what I'm working on behind the scenes. The CSR agents do read these forums so if you guys are reading, not dissing you but they take care of many casinos and it's tough to manage all of them. In the near future Rockbet will have it's own dedicated team.

Affiliate satisfaction I think is good and that is where I spend most of my time these days, more as an affiliate manager than casino/player manager. I have done both roles but as things grow it's not possible to do both and it's why I'm working with more people.

Regarding posting every so often it's a big challenge to just post only once a week. It sounds easy but when you post once then people reply quickly and want you around all the time and it's tough to just leave a thread or a new post for a whole week. For my job it just isn't feasible anymore, you either go all in or all out but maybe in the near future I'll have a rep dedicated for that.

What is Rockbet? The generic answer is an online casino but I'll wait until 2010 before it has more of it's own identity.

John

[WagerWitch]

What an excellent well worded post - I might just have to talk to you behind the scenes... LOL!

Look for my info - if you don't mind.